Tech Support

Mô tả công việc

ImproMed® is an award-winning veterinary software developer located in Oshkosh - the heart of Northeast Wisconsin's recreational and business-oriented Fox River Valley. Oshkosh is a pleasant environment for both work and play. See the Oshkosh Convention and Visitors' Bureau, the Oshkosh Chamber of Commerce and the Winnebago County sites for more local information. The ImproMed® work environment is team-oriented, friendly, and relaxed, while at the same time providing high-quality service, support, and software to our customers. Benefits include highly competitive wages, paid vacation and holidays, health, dental, and life insurance, and a 401(k) retirement plan with matching company contributions. For more information, please visit us our website at www.Impromed.com Job Summary:          Technical resource for users who is the initial point of contact for incidents, problems and request management. Answers, resolves, and logs in-bound technical support calls from clients, identifies issues, and provides suggestions and long-term resolutions. Works closely with assigned mentor and team leader to develop and improve technical service skills, uses provided support tools, learns effective troubleshooting techniques, and increases product knowledge. Experience: Associate's degree in Information Technology, Computer Science or related field. Previous technical support experience preferred; internship experience helpful Experience with computer/software troubleshooting desired Specialized Knowledge and Skills: Strong verbal and written communication skills for varied audiences; able to explain technical solutions to technical and non-technical team Basic knowledge of computer hardware, database structure, and networks; with the ability to increase this knowledge. Working knowledge of Microsoft Windows 2000, XP, Vista, and future upgrades as they are released. Working knowledge of Microsoft Word, Microsoft Excel and other MS Office Products. Working knowledge of Microsoft Desktop and Server OS’s. Working knowledge of Animal Health Practice Solutions Software(s) is a plus Excellent organizational troubleshooting, problem solving, writing skills, interpersonal and communication skills.  Ability to maintain confidentiality Ability to prioritize, handle stress, and adapt to change. Responsibilities Answers and processes incoming tech support calls effectively and efficiently to optimize customer experience by: Documents all customer related issues, including creation of tickets, steps and actions taken, and results and resolutions obtained throughout each call Follows proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern Escalate issues as needed to other teams within Tech Support and IT groups Effectively educates customers on product use and assist them in fully utilizing available features to improve office productivity Maintains effective call ownership by providing timely resolutions, maintaining contact on ongoing issues and managing open items. Submits knowledgebase articles on a regular basis to update customer and team member education. Participates in special projects and performs other duties as required.